Customer Success Manager – EMEA, SMB/Growth
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Job Description
Customer Success Manager guiding eCommerce brands through onboarding processes with technical setup and configuration support. Ensuring customer success across a high-volume portfolio.
Responsibilities:
- Own an active book of onboardings end-to-end — from kickoff call through nurture — operating with speed, ownership, and clear communication at every step.
- Run structured kickoff calls that map each customer's tech stack, stakeholders, and goals before diving into configuration.
- Guide customers through Triple Pixel installation: enabling Theme App Embed and Checkout Web Pixel in Shopify, validating with live URL tests, and advising on third-party/landing page installs via GTM.
- Configure and validate UTM and tracking parameters (tw_source, tw_campaign, tw_ad_id) with platform-specific dynamic tokens, ensuring Triple Whale attribution is capturing data accurately across all paid channels.
- Connect and troubleshoot core integrations — Meta, Google Ads, TikTok, Klaviyo, Google Sheets, Slack — preventing feature-blockers before they happen.
- Walk customers through the Summary and Attribution dashboards — validating clean data, configuring Custom Metrics (CM1/CM2, blended ROAS), and explaining attribution model selection (Triple Attribution, Last Click, First Click, Linear) based on their business use case.
- Manage your onboarding and success pipelines in HubSpot, tracking health and milestone progress from kickoff through renewal.
- Collaborate with Sales on unresponsive customers and with Support on technical escalations, keeping onboarding velocity high across your entire book.
- Manage a high-volume, scaled customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, largely automated environment.
- Proactively identify churn risk early: monitor usage patterns, flag cost-based objections, and develop resolution strategies before the renewal conversation.
- Drive expansion by identifying upsell opportunities within the Growth segment and collaborating cross-functionally to move them forward.
- Contribute to the continued development of the Triple Whale customer experience — improving playbooks, surfacing common friction points, and helping the team get better every quarter.
Requirements:
- Experience supporting customers in the eCommerce or marketing technology space — ideally within a SaaS environment.
- Demonstrated comfort with technical setup and configuration: you don't need to be an engineer, but you need to be the kind of person who learns a new platform thoroughly and can confidently walk someone else through it.
- Familiarity with the eCommerce marketing stack — Meta Ads, Google Ads, TikTok, Klaviyo, Shopify, UTM tracking — is a strong advantage.
- Prior high-volume customer success, customer support, or SDR experience; you know how to manage a large book of accounts without letting things fall through the cracks.
- Superb written and verbal communication skills — you can translate complex technical concepts into clear, actionable guidance for operators who are experts in their business, not in analytics.
- Strong organizational skills and comfort managing multiple onboardings simultaneously in a fast-moving, process-driven environment.
- A natural sense of ownership: you're the kind of person who tracks things down, follows up proactively, and doesn't wait to be asked.
- Positive, high-energy, service-oriented mindset — customers feel your investment in their success.
- Comfort driving negotiation and renewal conversations to positive outcomes.
- Thrives in collaborative team environments and embraces change as the product and processes continue to evolve.
Benefits:
- Flexible working hours
- Professional development opportunities
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